Engagement Retention & Recruitment Counselor

at  California State University

Job no: 540710
Work type: Staff
Location: Pomona
Categories: Unit 4 - APC - Academic Professionals of California, Temporary, Full Time, Student Services
Type of Appointment: Full-Time, Long Term Temporary (1-year appointment)
Job Classification: Student Services Professional II
Anticipated Hiring Range: $4,841/monthly ($58,092 annually)
Work Hours: Monday - Friday, 8am - 5pm, unless otherwise notified
Recruitment Closing Date: July 30, 2024

QUALIFICATIONS:

• Equivalent to graduation from a four-year college or university in one of the behavioral sciences, public or business administration, or a job-related field. Additional specialized experience during which the applicant has acquired and successfully applied the knowledge and abilities may be substituted for the required education on a year for year basis.
• Two (2) years of professional experience in one of the student services program areas or in a related field; experience should give evidence of competence and indicate the potential for further growth. A master’s degree in a job related field may be substituted for one year of the professional experience.

PREFERRED EXPERIENCE:

• Skills & Knowledge of financial aid (programs, policies, regulations): *In-depth knowledge and understanding of current financial aid needs analysis methodology and federal and state financial aid program guidelines *Knowledge of financial aid regulations, practices, and resources *Knowledge of online student information systems *Ability to interpret, analyze, and apply financial aid & academic policies & procedures.
• Customer Service: *Treats all customers (students, faculty and staff colleagues) with dignity and respect, empathy, fairness and professionalism, consistent with the university mission, values and strategic vision. *Excellent written, verbal and interpersonal communication skills. *Demonstrated ability to conduct presentations to groups of varying sizes. *Experience representing a department/organization as knowledgeable and authoritative while remaining supportive, calm and professional even under highly charged circumstances. *Ability to handle information in a confidential and professional manner. *Demonstrated ability to communicate technical information and convey disappointing information.
• Time Management: *Ability to handle multiple tasks with short deadlines *Ability to demonstrate excellent time management and organizational skills *Ability to work effectively in a dynamic team and to multi-task in a fast-paced, diverse environment with students, faculty, and staff.
• Documentation of Roles and Responsibilities: Ensures operational integrity and continuity by maintaining detailed descriptions of responsibilities, ranging from daily tasks to strategic activities and outcomes, and makes them available to supervisor.
• Data Integrity: Ensures quality, usability and integrity of system data by working within approved processes and testing procedures.
• Experience working in a Public University or Community College
• Two or more years of experience with systems such as PeopleSoft CMS, OnBase imaging software and Common Origination and Disbursement (COD), the National Student Loan Data Systems (NSLDS).

Counseling & Outreach

Promote an environment of collaboration and service excellence by providing a broad range of student and family-facing financial aid services, including counseling and outreach activities. This includes the following:

• Provide consumer information regarding financial aid programs via workshops, community presentations, and individual student appointments and as needed to external agencies and community organizations.
• Assist as needed with University recruitment programs, such as visit days for prospective students and activities targeting admitted students.
• Counsel and assist prospective, continuing, and reentering students on all aspects of financial aid, including the availability of various financial aid programs, Satisfactory Academic Progress standards, and with the application processes - including establishing, maintaining and regaining aid eligibility. Recommend courses of action and resources as appropriate.
• Provide support to students experiencing family, personal, or economic crises which may impact school performance. Identify and analyze the student’s unique circumstances and needs in the context of financial aid eligibility and the student’s interest, explaining the possible outcomes and consequences of each action or decision, and coordinating campus services & referrals as warranted by the situation.

Processing, Evaluation & Decision Making Support

Facilitate access and student success through various processing activities and providing decision-making support in complex situations, evaluating special circumstances and exercising professional judgement. This includes the following:

• Analyze financial aid applications to determine student’s level of financial need. Perform verification of information and eligibility consistent with federal, state, and institutional rules & procedures. Review, evaluate, and troubleshoot eligibility issues that result from overpayments, defaults, annual and aggregate loan limits, and fraud.
• Prepare, review, and revise award packages utilizing the knowledge of federal regulations, system-wide policy, and university and departmental provisions. Award aid funds and coordinate outside resources as appropriate. Revise and adjust award packages and/or budgets as necessary and ensure funds are not over awarded.
• Evaluate unusual and/or exceptional circumstance documentation or information provided by students. Exercise professional-level judgement when federal, state, or institutional policies cannot easily accommodate unique student eligibility situations. Make recommendations to students, families, or staff on potential alternative courses of action.
• Evaluate and monitor aid eligibility, academic progress (SAP) and enrollment (including course completion & repeats); make appropriate adjustments to awards. Make exceptions to established policies or procedures as appropriate, taking into account all relevant information when making decisions to solve student issues/problems. Provide alternative course of action when necessary/ applicable.
• Respond to internal office referrals for award adjustment requests, issue troubleshooting, and complex aid questions. Relay issues of concern to financial aid office leadership.
• Investigate complaints and questions from students who raise concerns about their progress in the financial aid application or process to a point of resolution.
• Assure compliance with university, state and federal regulations for various financial aid programs. Update financial aid accounts and notify students of options and actions taken.
• Analyze, troubleshoot, and process various financial aid data reports.
• Serve as a rotating member of the Appeals Committee (Satisfactory Academic Progress, Dependency, Income Appeals, Cost of Attendance, etc.). Provide input and analysis regarding student appeals.

Program Oversight & Liaison

Provide leadership, program management, and serve as liaison for a programmatic area of specialization. This includes the following:

• Provide leadership and program management for an area of specialization. Serve as a resource for the financial aid and enrollment services staff with regard to area of specialization - including providing updates & training.
• Utilize project management skills to conduct program data analyses, generate analytical reports, and interpret data for managerial decision-making.
• Participate in the research and review of annual & ad-hoc program guidance to ensure program remains compliant with federal, state, and institutional regulations & guidelines. Present solution-based approach for required programmatic changes, which may include leading or supporting implementation activities.
• Coordinate & maintain liaisons with campus departments and external agencies as required. Act as a liaison between students and other offices to assist in resolving complex problems; refer students and/or families to other departments or off-campus agencies (e.g. Disabled Student Resource Center; CAPS; Social Services) where necessary.
• May train, direct, or coordinate the work of others in providing student financial aid or outreach services.

Collaboration & Development

Remain current with constantly evolving financial aid regulations (federal, state, institutional) and emerging trends and best practices in delivering service excellence. Contribute to the overall success of the Office of Financial Aid & Scholarships and Enrollment Management & Services through ad-hoc assignments. This includes the following:

• Support work as needed throughout the Financial Aid unit and Enrollment Management & Services with ad-hoc projects or activities as assigned by the Financial Aid Leadership team.
• Participate in ongoing departmental training and cross-training activities to ensure an understanding of the universities programs, policies & procedures, and resources & services available to students.
• Actively engage in professional associations and attend professional conferences, training sessions and workshops, and completes self-directed professional reading, to remain current on financial aid regulations and procedures, as well as on emerging trends in delivery of service excellence